Leading Telecommunications Company Saves $10.5 Million Annually with Verint IVA

Verint^®The CX Automation Company™, announced that a leading telecommunications company reported annual savings of more than $10.5 million by using the Verint Intelligent Virtual Assistant (IVA) to support telephony self-service in its contact center.

The company replaced its legacy phone-driven IVR technology with Verint’s AI-powered IVA to achieve tangible business results, including improving its self-service containment rate and improving the service experience for consumers.

The company responds to more than seven million calls each year on a variety of topics, including billing, payments, appointment management, technical support and outages. Using Verint’s AI-powered IVA, overall self-service containment rates increased to more than 50 percent, with containment rates for billing-specific calls reaching 80 percent. In total, the company manages 3.5 million calls with Verint IVA – without the need to route those calls to live agents – representing an annual savings of more than $10.5 million.

“Verint IVA is powered by industry-leading conversational AI that trains on a company’s unique engagement data. “This means Verint’s AI-powered bots continually improve and deliver relevant, accurate answers to consumers, even in environments with higher conversational complexity or specificity to the business,” says Heather Richards, vice president of go-to-market strategy at Verint. “Thanks to Verint’s leadership in AI-powered self-service bots, companies are reporting strong AI business results after replacing their legacy telephony-driven IVR systems.”

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